In today’s world, people have high expectations regarding customer service. But for a growing business, delivering a high level of support can be challenging. To provide top-notch service and fast response around the clock, you need a significant customer service operation.
Thankfully, customer service outsourcing companies provide a practical and affordable solution. They take the problem off your hands, taking good care of your customers while you take care of your core business.
In this article, I’ll discuss the best options available when selecting a customer support partner. I’ll help you shortlist the most likely candidates and highlight their strengths.
What do I look for when selecting the best customer service outsourcing companies? Here’s a summary of my evaluation criteria:
- Track record: I look for operations that have a proven history of delivering at a high level.
- Range of services: I expect an outsourcing company to offer a full complement of helpful services.
- Client support: I’m seeking organizations that work closely with their clients to achieve the best results.
- Value for $: I look for customer support operations that are affordable for businesses of every size.
Customer Service Outsourcing Key Features
Here are some of the essential features a good outsourcing company should offer:
- Round-the-clock support: 24-hour operations to ensure that customers get answers when they need them.
- Fast response times: Rapid replies to inquiries to ensure maximum customer satisfaction.
- Omnichannel support: Communicating with people using the communications medium they prefer.
- Trained staff: Expert customer support personnel trained in the art of dealing with people.
- Specialized technology: Leveraging dedicated customer service software to deliver the best service.
- Multilingual capabilities: Ability to provide service in the customer’s preferred language.
- Flexibility: The capacity to scale resources according to demand at busy times.
- Security: High-level protection of customer and client company data.
- Compliance: Adherence to local and international regulations concerning employment and service delivery.
- Reporting: Keeping clients up to date with results relating to key performance indicators.
The CX Lead is reader-supported. We may earn a commission when you click through links on our site — learn more about how we aim to stay transparent.
Overviews Of The 10 Best Customer Service Outsourcing Companies
Here’s a brief description of each customer service outsourcing company to showcase each tool’s best use case, some noteworthy features, and screenshots to give a snapshot of the user interface.
Influx is a customer service operation that expands organically as your business scales. Issues are resolved quickly across multiple channels, including email, chat support, social media, and voice. Trained customer service professionals can be dedicated to managing specific channels as required.
The company provides onshore and offshore agent options, both pre-trained for customer interaction. Companies can start with the basic service, then expand into multichannel, proactive onboarding and insights.
Three levels of customer service management ensure that nothing slips through the cracks.
Influx costs from $999/month for 8 hours a day, 7 days a week customer service support for your business.
Microsourcing is one of the largest outsourcing companies in the Philippines, dedicated to helping you deliver excellent customer service. You save up to 70% in costs but retain complete control over KPIs, quality, workflow, and productivity. Support is available 24/365 with a robust infrastructure to ensure maximum uptime.
The company has risk management and disaster recovery plans to keep your team safe whatever happens. The office facilities are fully maintained, so you never need to worry about furniture, tech equipment, or maintenance.
Microsourcing offers customized pricing upon request.
Back Office Betties offers a team of trained virtual legal receptionists. Their role is to assist legal firms by completing client intakes, screening for solicitors, and taking on routine tasks. The service is simple to set up and use. You direct all your calls to the provided phone number, so that the receptionist team can deal with them.
Attorneys get to spend more time on billable hours while admin work gets done efficiently. Outbound call requests are handled within 90 minutes during business hours, and agents never place calls on hold to take another call.
Back Office Besties costs from $349/month.
Integra takes a science-based approach to customer care. Agents are trained in customer psychology to increase levels of customer satisfaction and turn customers into brand ambassadors.The company offers support by phone, email, and live chat.
In addition, qualified and certified technical experts are on hand to assist with more challenging customer queries and issues. Integra handles both pre-sales and post-sales support, together with order taking, shipping tracking, upgrades, and cancellations.
Any customer service agent can also arrange refunds, schedule appointments, and conduct surveys.
Integra cots from $7.95/hour.
Wing Virtual Assistant provides small business operations with the ability to outsource non-core tasks. Assistants can take on tasks such as web research, managing expenses, and scheduling appointments. They can also handle sourcing, CRM tools, or internal support. Clients pay a fixed monthly price for a dedicated virtual assistant.
Each assistant can serve in several roles and help the business in multiple ways.
The Wing Assistant system allows you to define roles using a simple drag-and-drop user interface.
Wing costs from $499/month.
Upwork is a platform that connects businesses with freelance talent. It can be a great place to hire customer service and technical support assistants directly without paying the overheads associated with larger outsourcing companies. However, you can also hire entire teams from customer support firms.
To get started, you can post your requirements, detailing exactly what you are looking for. Then you can evaluate the applications and shortlist your preferred candidates.
Upwork includes a full range of features, such as chat scheduling, feedback sharing, global payments, and needs analysis.
Upwork pricing depends on the independent freelancer rates.
Skycom is an experience call center provider based in Florida, USA. Operations across Latin America and the Philippines allow the company to provide truly multi-continental assistance. Skycom staff may be based in a conventional call center or work from home.
This flexibility allows the company to provide optimal service and exceed customer expectations for each client.The company boasts PCI, SOC 1-2, and HIPAA certifications, allowing it to work with the broadest possible range of organizations. It also uses AI to enhance its customer service operations.
Skycom offers free consulting, plus a fast ramp-up with no licensing or setup fees.
Skycom offers customized pricing upon request.
Support Your App is a global outsourced customer service company. Founded in Ukraine, it now operates from multiple locations worldwide. The company has over a decade of experience delivering customer service, 24 hours a day, 365 days a year. Support Your App supports customers using the communication channel of their choice, including phone, chat, and email.
This omnichannel approach ensures that everyone gets answers in the way they prefer. The company provides customer service solutions in 48 different languages.
Support Your App offers customized pricing upon request.
PartnerHero provides customer support teams that are fully aligned with your brand. Each team is custom-built to match the client’s culture and business needs. Service is offered 24 hours a day, 365 days a year, with onshore, nearshore, and offshore options available.
Agents provide support by SMS, email, phone, and chat. Technical specialists are available to help with matters such as regression and snapshot testing, refactor tests, and black-box testing. Other services such as acceptance and localization testing can also be arranged.
PartnerHero costs from $10/hour.
Pure Moderation is a global business process outsourcing company providing solutions customized to clients’ specific needs. With multiple call centers available, the company can scale up or down according to changing requirements.
As a result, it can work with companies ranging from startups to global organizations. Pure Moderation offers customized pricing upon request.
The Best Customer Service Outsourcing Companies Summary Table
|From $999/month for 8 hours a day||Visit Website|
|Pricing Upon Request||Visit Website|
|From $349/month||Visit Website|
|From $7.95/hour||Visit Website|
|From $499/month||Visit Website|
|Pricing Upon Request||Visit Website|
|Pricing Upon Request||Visit Website|
|From $10/hour||Visit Website|
|Pricing Upon Request||Visit Website|
Need expert help selecting the right Customer Service Software?
We’ve joined up with the software comparison platform Crozdesk.com to assist you in finding the right software. Crozdesk’s Customer Service Software advisors can create a personalized shortlist of software solutions with unbiased recommendations to help you identify the solutions that best suit your business's needs. Through our partnership you get free access to their bespoke software selection advice, removing both time and hassle from the research process.
It only takes a minute to submit your requirements and they will give you a quick call at no cost or commitment. Based on your needs you’ll receive customized software shortlists listing the best-fitting solutions from their team of software advisors (via phone or email). They can even connect you with your selected vendor choices along with community negotiated discounts. To get started, please complete the form below:
Here are a few more that didn’t make the top list.
- Cloudstaff - Great option for building an inbound call center team
- Sensée - Work-from-home contact center specialists
- Ascensos - World-leading independent customer management
- LEX Reception - Outsource customer service options for legal firms
What Is Customer Service Outsourcing?
Customer service outsourcing is the practice of handing over customer support operations to an external organization.
The outsourcing business assumes responsibility for all aspects of customer service, according to the terms of a service level agreement. The client company typically receives a single monthly bill for services rendered.
What Do You Think About This List?
So that’s my list of companies for outsourcing customer service. Do you have any experience with these organizations? If so, let us know how it worked out in the comments below.
While you’re here, take a moment to check out our articles on how to improve your customer experience in two steps and 6 clever ways to get customer feedback. And to see more articles like these, I recommend you sign up for our newsletter.
We’re always adding new content to help you give your customers a great experience. So check back often to see what’s new!